AccountId: 011433970860
ContactId: 3c1d3bc8-4770-43b8-9b93-8bc62814094e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 210520 ms
Total Talk Time (AGENT): 89912 ms
Total Talk Time (CUSTOMER): 49073 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/3c1d3bc8-4770-43b8-9b93-8bc62814094e_20250604T21:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, hi [PII], I am trying to get in to pay our bill, and it looks like there's been an update to the website and I, it's not letting me log in. I can't reset my password either.
[AGENT][NEUTRAL] OK, uh, can I get your name and a callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Uh, my name is [PII] and it's [PII].
[AGENT][NEUTRAL] And you said [PII]
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] And are you calling on behalf of a group?
[CUSTOMER][NEUTRAL] Yeah, Montana Medical legal panel.
[AGENT][NEUTRAL] OK, do you have your group number?
[CUSTOMER][NEUTRAL] I do not.
[AGENT][NEUTRAL] Give me just a moment.
[AGENT][NEUTRAL] OK, and can you spell the name of that?
[AGENT][NEUTRAL] For me, please.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh OK, Montana Association OK.
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] So look, we updated our um online portal account or our online portal and so all of the information has transferred over into the new portal but we will need uh we have asked everyone to create a new account. um I am showing [PII] as the person who is the primary administrator, so she will need to um go to [PII] and create an account.
[AGENT][NEUTRAL] And from there uh she should be able to add you and any other administrators.
[AGENT][NEUTRAL] Um, but since she is the primary, she will need to be the one that, um, that creates the account.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, I'm sure you can do that from the APL website, right?
[AGENT][NEUTRAL] Yes, you should be able to do that from [PII].
[AGENT][NEUTRAL] If you would like I can transfer you to group billing and you can pay over the phone or did you wanna wait until she um created the account?
[CUSTOMER][NEUTRAL] I'll wait because I need to print the invoice.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[AGENT][POSITIVE] Um, Ms. [PII] has any issues creating that account, she can always give us a call and we can help her, um, step by step through the process.
[CUSTOMER][POSITIVE] OK thanks.
[AGENT][NEUTRAL] OK, is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Nope.
[AGENT][POSITIVE] OK. Thank you for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye